Hotel Switchboard & Guest Services Specialist

Pullman; Cape Town; On-site; ZAR 134,000 - 190,000; Full time

Job summary

The Pullman Hotel is seeking a Switchboard Operator to manage all incoming calls and guest requests around the clock, ensuring memorable stays. You will coordinate with various departments, log requests, and assist with wake-up calls and reservations while maintaining up-to-date extension lists.

Having Front Office or Call Center experience with strong English communication and Opera PMS knowledge will help you excel in this role in a high-service hotel environment.

Qualifications

• Previous experience in a Front Office or Call Center role in a hotel.
• Excellent communication skills in English; additional languages are an advantage.
• Strong computer literacy and familiarity with Opera PMS (or similar systems).
• Polished telephone etiquette and a calm, courteous demeanor under pressure.
• Passion for delivering exceptional guest service and exceeding expectations.
• Ability to multitask, prioritize, and remain composed in a fast-paced environment.

Responsibilities

• Responds to all incoming calls complying with corporate governance standards and transfers them to the appropriate destination.
• Responds to all in-house guests' requests and transmits the order to the corresponding department.
• Log all requests and ensure follow-up within standard delay.
• Logs and handles wake-up call requests.
• Handles restaurant reservations requests in SPA software and is aware of current promotions and events.
• Maintains telephone extension lists updated.
• Arranges special deliveries and celebration of special occasions for guests.
• Participates in emergency procedures ensuring telephones are answered and coordination until evacuation.
• Receives and distributes faxes for guests, tenants and internal depts.
• Co-operates with all departments to ensure guest service and profitability.
• Knowledge of facilities, services, and hours of operation to respond confidently to inquiries.

Skills

Front Office experience

Call Center experience

Multitasking

Telephone etiquette

Guest service orientation

English communication

Tools

Opera PMS

Job description

The Pullman Hotel is seeking a Switchboard Operator to manage all incoming calls and guest requests around the clock, ensuring memorable stays. You will coordinate with various departments, log requests, and assist with wake-up calls and reservations while maintaining up-to-date extension lists.

Having Front Office or Call Center experience with strong English communication and Opera PMS knowledge will help you excel in this role in a high-service hotel environment.